{"id":26071,"date":"2017-07-11T13:40:32","date_gmt":"2017-07-11T13:40:32","guid":{"rendered":"https:\/\/procommskills.com\/?p=26071"},"modified":"2019-03-04T22:00:44","modified_gmt":"2019-03-04T22:00:44","slug":"gp-receptionist-communication-skills-workshop","status":"publish","type":"post","link":"https:\/\/procommskills.com\/gp-receptionist-communication-skills-workshop\/","title":{"rendered":"GP Receptionist Communication Skills Workshop"},"content":{"rendered":"\n\n\t\t\t\t[et_pb_section fb_built=&#8221;1&#8243; fullwidth=&#8221;on&#8221; _builder_version=&#8221;3.0.106&#8243;][et_pb_fullwidth_header title=&#8221;GP Receptionist Communication Skills Workshop&#8221; subhead=&#8221;A Case Study&#8221; _builder_version=&#8221;3.0.106&#8243; title_font=&#8221;||||||||&#8221; title_text_color=&#8221;#ffffff&#8221; title_text_shadow_style=&#8221;preset1&#8243; subhead_font=&#8221;||||||||&#8221; subhead_font_size=&#8221;34px&#8221; subhead_text_color=&#8221;#ffffff&#8221; subhead_line_height=&#8221;1.5em&#8221; use_background_color_gradient=&#8221;on&#8221; background_color_gradient_start=&#8221;#141891&#8243; background_color_gradient_end=&#8221;#033d30&#8243; background_image=&#8221;https:\/\/procommskills.com\/wp-content\/uploads\/2017\/07\/gp-receptionist.jpg&#8221; background_blend=&#8221;overlay&#8221; custom_padding=&#8221;180px||180px|&#8221; background_position=&#8221;top_center&#8221;][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;3.0.62&#8243;][et_pb_row _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;]\n<div>I recently had the honour of working with two local GP Practices, helping to train their reception staff in communication skills and strategies to help in their day to day duties.<\/div>\n<div><\/div>\n<div>While designing these workshops I became very failure with the difficulties front line staff face day in and day out.<\/div>\n<div><\/div>\n<div>One of the most important parts of a receptionist&#8217;s job is to help direct patients to the most appropriate health care professional to help then with their problems while using the practice&#8217;s resources in the most efficient manner.<\/div>\n<div><\/div>\n<div>When only a handful of embargoed appointments are available each day and routine appointments are often booked up for the next three weeks, not squandering a GP consultation on something that would better be suited to a nurse appointment, phone consultation or pharmacy visit is vital.<\/div>\n<div><\/div>\n<div>However, <a href=\"http:\/\/www.sciencedirect.com\/science\/article\/pii\/S003335061630213X\" target=\"_blank\" rel=\"noopener noreferrer\">research by Cancer Research UK<\/a> has shown that patients are less than willing to discuss the nature of their health complaint.<\/div>\n[\/et_pb_text][et_pb_text admin_label=&#8221;Block Quote&#8221; _builder_version=&#8221;3.0.62&#8243; text_font=&#8221;Playfair Display|on|||&#8221; text_font_size=&#8221;38px&#8221; text_line_height=&#8221;1.8em&#8221; text_orientation=&#8221;center&#8221; module_alignment=&#8221;center&#8221; custom_margin=&#8221;|||&#8221; custom_padding=&#8221;20px||20px|&#8221;]When asked, 40% of patients said they disliked having to discuss their ills with office staff in order to get an appointment.\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row custom_padding=&#8221;27px|0px|27px|0px&#8221; _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243; text_orientation=&#8221;center&#8221; module_alignment=&#8221;center&#8221;]Staff perception of how they would enjoy role-playing <strong>before<\/strong> the workshop.\n[\/et_pb_text][et_pb_image src=&#8221;https:\/\/procommskills.com\/wp-content\/uploads\/2017\/07\/Before-Workshop.png&#8221; show_in_lightbox=&#8221;on&#8221; admin_label=&#8221;Before Pie Chart&#8221; _builder_version=&#8221;3.0.62&#8243; animation_style=&#8221;slide&#8221; animation_direction=&#8221;left&#8221; animation_duration=&#8221;500ms&#8221; animation_intensity_slide=&#8221;10%&#8221;][\/et_pb_image][\/et_pb_column][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243;]\n\nAfter meeting with the practice manager and her assistant, we decided on the number of trainers needed to run the workshop, who would facilitate the session (the trainers or practice staff) and the elements that would go into the workshop, which would include not only role-play, but forum theatre used as an interactive demonstration. This would hopefully set the participants at ease as they were expected to be very nervous about performing in front of their colleagues.\n<div style=\"-en-clipboard: true;\">I then set about booking the other trainer for the session, designing the workshop, writing the scenarios and creating the interactive demo, ready to be signed off by the practice.<\/div>\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243;]\n<div>The day of the workshop, it was clear to see that the reception staff were very uneasy about the idea of role-playing. several members of staff had asked to be excused or said they didn&#8217;t want to take part but after some reassurance, all 16 were there for the introduction.<\/div>\n<div><\/div>\n<div>Within minutes of the demo beginning, they were all offering suggestions as to how the scene they had watched acted out between a receptionist and a patient could be changed to achieve a more positive outcome and were discussing different strategies with us as trainers and amongst themselves as a group.<\/div>\n[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243; text_orientation=&#8221;center&#8221; module_alignment=&#8221;center&#8221;]\n<div class=\"et_pb_text et_pb_module et_pb_bg_layout_light et_pb_text_align_center et_pb_text_6\">\n<div class=\"et_pb_text_inner\">Staff feelings toward role-playing <strong>after<\/strong> the workshop.<\/div>\n<\/div>\n[\/et_pb_text][et_pb_image src=&#8221;https:\/\/procommskills.com\/wp-content\/uploads\/2017\/07\/After-Workshop.png&#8221; show_in_lightbox=&#8221;on&#8221; admin_label=&#8221;After Pie Chart&#8221; _builder_version=&#8221;3.0.62&#8243; animation_style=&#8221;slide&#8221; animation_direction=&#8221;left&#8221; animation_duration=&#8221;500ms&#8221; animation_intensity_slide=&#8221;10%&#8221;][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243;]After splitting the cohort into two groups we began running through the scenarios and thankfully everyone was at ease enough to take part. We covered phone conversations, face to face conversations, angry patients, uncooperative patients, demanding patients and much more. After each scenario, we, as trainers, would facilitate a discussion with the participant and the group about the positive skills they had used as well as opportunities to improve and would replay segments or the whole conversation to highlight the learning objectives. By the end of the workshop, every participant had a lot of positive things to say about the new skills they had learnt and reinforced.\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_counters bar_bg_color=&#8221;#906fc5&#8243; _builder_version=&#8221;3.0.62&#8243; title_font_size=&#8221;16&#8243; custom_padding=&#8221;|||&#8221; custom_padding_tablet=&#8221;|||&#8221; custom_padding_phone=&#8221;|||&#8221; custom_padding_last_edited=&#8221;off|desktop&#8221;][et_pb_counter percent=&#8221;75&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] More confident [\/et_pb_counter][et_pb_counter percent=&#8221;100&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Better equipped to deal with angry patients [\/et_pb_counter][et_pb_counter percent=&#8221;75&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Know how to ask tricky questions [\/et_pb_counter][et_pb_counter percent=&#8221;50&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Can better see the patients perspective [\/et_pb_counter][et_pb_counter percent=&#8221;75&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Better equipped to deal with demanding patients [\/et_pb_counter][et_pb_counter percent=&#8221;50&#8243; _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Feel I can do my job better [\/et_pb_counter][et_pb_counter _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Less confident [\/et_pb_counter][et_pb_counter _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] Worry I&#8217;m doing things wrong [\/et_pb_counter][et_pb_counter _builder_version=&#8221;3.0.47&#8243; background_color_default=&#8221;#dddddd&#8221; bar_background_color_default=&#8221;#906fc5&#8243; use_percentages=&#8221;on&#8221;] No effect [\/et_pb_counter][\/et_pb_counters][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_circle_counter title=&#8221;Staff response to being asked if they learned valuable skills from the workshop.&#8221; number=&#8221;100&#8243; bar_bg_color=&#8221;#906fc5&#8243; _builder_version=&#8221;3.0.62&#8243;][\/et_pb_circle_counter][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;3.0.47&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.0.47&#8243; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221;][et_pb_text _builder_version=&#8221;3.0.62&#8243;]\n\nAfter receiving highly positive feedback from the practice and the receptionists it seems clear to me that this <a href=\"\/services\/gp-receptionist-communication-skills-workshop\/\">training workshop<\/a> would benefit any medical practice in the country. I don&#8217;t doubt that by sharing the skills of each team member, reinforcing good practice and teaching new communication strategies, the job satisfaction of staff and the patient experience can both be greatly improved.\n\nAfter further work, three variations of the workshop have been created to suit any practice and budget.\n\n[\/et_pb_text][et_pb_pricing_tables _builder_version=&#8221;3.0.62&#8243; saved_tabs=&#8221;all&#8221;][et_pb_pricing_table title=&#8221;Bronze Package&#8221; currency=&#8221;\u00a3&#8221; sum=&#8221;300*&#8221; button_url=&#8221;\/dev\/services\/book-a-session\/&#8221; button_text=&#8221;Book Now&#8221; _builder_version=&#8221;3.0.47&#8243; header_font=&#8221;||||&#8221; body_font=&#8221;||||&#8221; subheader_font=&#8221;||||&#8221; currency_frequency_font=&#8221;||||&#8221; price_font=&#8221;||||&#8221; custom_button=&#8221;off&#8221; button_icon_placement=&#8221;right&#8221; button_on_hover=&#8221;on&#8221;]\n\n+Two trainers\n\n+Up to three hours of training time\n\n+Can cater for up to 16 participants (Split into two groups of 8)\n\n-Facilitation (Practice to provide 2 facilitators)\n\n-Scenarios (Practice to provide 8 scenarios)\n\n-Interactive Demonstration\n\n[\/et_pb_pricing_table][et_pb_pricing_table title=&#8221;Silver Package&#8221; currency=&#8221;\u00a3&#8221; sum=&#8221;500*&#8221; button_url=&#8221;\/dev\/services\/book-a-session\/&#8221; button_text=&#8221;Book Now&#8221; _builder_version=&#8221;3.0.47&#8243; header_font=&#8221;||||&#8221; body_font=&#8221;||||&#8221; subheader_font=&#8221;||||&#8221; currency_frequency_font=&#8221;||||&#8221; price_font=&#8221;||||&#8221; custom_button=&#8221;off&#8221; button_icon_placement=&#8221;right&#8221; button_on_hover=&#8221;on&#8221;]\n\n+Two trainers\n\n+Up to three hours of training time\n\n+Can cater for up to 16 participants (Split into two groups of 8)\n\n+Facilitation\n\n+Scenarios (8 pre-written scenarios covering a full range of learning outcomes)\n\n-Interactive Demonstration\n\n[\/et_pb_pricing_table][et_pb_pricing_table featured=&#8221;on&#8221; title=&#8221;Platimum Package&#8221; subtitle=&#8221;(Best Value)&#8221; currency=&#8221;\u00a3&#8221; sum=&#8221;700*&#8221; button_url=&#8221;\/dev\/services\/book-a-session\/&#8221; button_text=&#8221;Book Now&#8221; _builder_version=&#8221;3.0.47&#8243; header_font=&#8221;||||&#8221; body_font=&#8221;||||&#8221; subheader_font=&#8221;||||&#8221; currency_frequency_font=&#8221;||||&#8221; price_font=&#8221;||||&#8221; custom_button=&#8221;off&#8221; button_icon_placement=&#8221;right&#8221; button_on_hover=&#8221;on&#8221;]\n\n+Two trainers\n\n+Up to four hours of training time\n\n+Can cater for up to 16 participants (Split into two groups of 8)\n\n+Facilitation\n\n+Scenarios (8 bespoke scenarios, talored to spefic learning outcomes identified by the client)\n\n+Interactive Demonstration\n\n[\/et_pb_pricing_table][\/et_pb_pricing_tables][et_pb_cta title=&#8221;Book a Communication Skills Workshop for your Reception Staff&#8221; button_url=&#8221;\/services\/book-a-session\/&#8221; button_text=&#8221;Request Quote&#8221; background_color=&#8221;#87b2d3&#8243; _builder_version=&#8221;3.0.62&#8243; use_background_color_gradient=&#8221;on&#8221; background_color_gradient_type=&#8221;radial&#8221; background_color_gradient_direction_radial=&#8221;top right&#8221;] If you have questions about the possibilities of a workshop or have special requirements that need to be taken into account then Please get in touch to discuss your needs and request a personalised quote. [\/et_pb_cta][et_pb_text admin_label=&#8221;*Travel&#8221; _builder_version=&#8221;3.0.62&#8243; text_text_color=&#8221;#444444&#8243; text_orientation=&#8221;right&#8221;]*Quoted prices include VAT but may not include travel expences. 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